The “service excellence chain”: an empirical investigation in the healthcare field

Abstract

PurposeThe linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research model, the service excellence chain (SEC), that connects the internal and external perspectives by conjoining performance-excellence models and the service-profit-chain approach. Theoretical assumptions and quantitative measures are proposed by using advanced statistical techniques.Design/methodology/approachThe SEC is investigated through an empirical study in the healthcare sector, focusing on an Italian hospital and involving two of its core units. Qualitative and quantitative approaches were used. First, internal and external customer satisfaction were separately tested through structural equation modeling. The linkage between internal and external satisfaction is then proposed by mathematically defining a synthetic index, the internal and external customer satisfaction index (IEGSI), modeled through Bayesian networks (BNs) and object-oriented BNs to provide an overall measure able to predict organizational improvement.FindingsThe distinct measured models show good internal validity and adequate fit both for patients' and employees' perspectives. The IEGSI allows rigorously connecting internal and external satisfaction by developing conjoint scenarios for organizational improvement.Originality/valueThis study proposes the SEC model as an innovative way to connect internal and external satisfaction. The findings can be useful both for private and public organizations and may provide several useful insights for healthcare managers as well as for policy-makers in relation to developing strategies for improving service quality.

Leadership to promote patient safety culture in public hospitals managed by social health organizations

“…In this research, considering the literature regarding internal climate in public hospitals (Steinke, 2008;Guglielmetti Mugion et al, 2020;ALFadhalah and Elamir, 2021;Musella et al, 2017) and that safety culture arises from management practices (Churruca et al, 2021;ALFadhalah and Elamir, 2021), we assume that a good internal climate is necessary to create a patients safety culture in a public hospital. More specifically, we hypothesize that both the internal climate and the patient safety culture are multidimensional constructs and that the dimensions of the internal climate are associated with at least one of the dimensions that make up patient safety culture.…”

“…An excellent internal climate positively impacts processes and patient care, improving quality and safety and organizational development, whether in the public or private sphere. Thus, the internal climate is an organizational element that must be considered in the institutional processes of management, change and innovation (Kanerva et al , 2017; Guglielmetti Mugion et al , 2020). In this sense, understanding what influences the attitude and performance of individuals at work should be strategic in any company that seeks excellence, especially in the health-care sector, where quality and safety are decisive factors.…”

“…Despite the importance of the interpersonal domain in the provision of health services, the factors that can positively impact employees’ attitudes toward delivering superior value to patients have been little investigated (Araujo and Barros, 2023). Studies conducted in the context of public hospitals indicate that a positive internal climate is capable of generating employees’ satisfaction and loyalty to the institution, greater motivation to perform tasks (ALFadhalah and Elamir, 2021; Steinke, 2008), engagement – willingness and ability to help the organization achieve success (Guglielmetti Mugion et al , 2020). In addition, a good internal climate results in better services and patient experience (Kanerva et al , 2017; Udod et al , 2017; Guglielmetti Mugion et al , 2020; Ranjan and Ranjan, 2018; Musella et al , 2017; Steinke, 2008).…”

“…Studies conducted in the context of public hospitals indicate that a positive internal climate is capable of generating employees’ satisfaction and loyalty to the institution, greater motivation to perform tasks (ALFadhalah and Elamir, 2021; Steinke, 2008), engagement – willingness and ability to help the organization achieve success (Guglielmetti Mugion et al , 2020). In addition, a good internal climate results in better services and patient experience (Kanerva et al , 2017; Udod et al , 2017; Guglielmetti Mugion et al , 2020; Ranjan and Ranjan, 2018; Musella et al , 2017; Steinke, 2008). Consequently, a good internal climate increases the productivity of a public hospital (Bouncken et al , 2018).…”

Understanding the benefits of horticultural therapy on paediatric patient's well-being during hospitalisation

“…the use of animals in the service of human health). This study proposes a patient-centric approach, even if it emphasises the usefulness of creating a linkage between patients and medical/nursing staff (Guglielmetti et al , 2020).…”